Method and Apparatus for Mobile Rental of Vehicles

ABSTRACT

A system for mobile rental of vehicles is provided. The system stores reservation information associated with a customer reservation of a rental vehicle, including a rental return location. During a process for returning the rental vehicle, the system causes the customer&#39;s mobile device to share its GPS location information, and uses the shared mobile device GPS location to automatically confirm that the customer is at the rental return location. The system can calculate the distance between the mobile device GPS location and the rental return location to determine whether to instruct the customer to move the vehicle and can confirm that the customer is at the rental return location if the mobile device location is within a pre-defined minimum distance from the rental return location.

RELATED APPLICATIONS

This patent application is a Continuation of U.S. patent applicationSer. No. 15/926,993, filed on Mar. 20, 2018, which is aContinuation-in-Part Patent Application of and claims priority to U.S.patent application Ser. No. 15/473,429, filed on Mar. 29, 2017, entitled“Method and Apparatus for Online Rental of Vehicles,” which isincorporated herein in its entirety by this reference and which claimsthe benefit of U.S. patent application Ser. No. 14/341,610, filed onJul. 25, 2014, entitled “Method and Apparatus for Real-TimeQualification of Rental Customers,” which is incorporated herein in itsentirety by this reference and which claims the benefit of U.S.provisional application No. 61/859,151, filed Jul. 26, 2013, entitled“Method and Apparatus for Real-Time Qualification of Rental Customers,”which is incorporated herein in its entirety by this reference.

COPYRIGHT NOTIFICATION

Portions of this patent application include materials that are subjectto copyright protection. The copyright owner has no objection to thefacsimile reproduction by anyone of the patent document itself, or ofthe patent application as it appears in the files of the United StatesPatent and Trademark Office, but otherwise reserves all copyright rightswhatsoever in such included copyrighted materials.

BACKGROUND

This invention generally is directed to a method and system for rentalof vehicles, such as trucks, vans and trailers for self-moving. Morespecifically, the invention is directed to a method and system forrental of vehicles that allows a customer to dispatch the vehicle andreturn the vehicle using the customer's mobile device, without requiringspecial equipment in the rental vehicle and without requiring thepresence of rental personnel at the dispatch location or returnlocation.

It is an object of the present invention to provide a method and systemthat allows rental customers to open a rental contract and pick up theirrental equipment without having to wait in line for assistance from arental representative.

Another object of the present invention is to provide a method andsystem that allows rental customers to open a rental contract and pickup their rental equipment after normal business hours of the equipmentpickup location.

Additional objects and advantages of the invention will be set forth inthe description that follows, and in part will be apparent from thedescription, or may be learned by practice of the invention. The objectsand advantages of the invention may be realized and obtained by means ofthe instrumentalities and combinations pointed out in this specificationand the appended claims.

SUMMARY

To achieve the foregoing objects, and in accordance with the purposes ofthe invention as embodied and broadly described in this document, thereis provided a method and system for rental of vehicles using a mobiledevice. The system includes a database, a processor, an input componentand an output component. The database stores reservation information fora customer reservation of a rental vehicle, including a scheduled pickuptime and pickup location for the rental vehicle. The input component isoperative to receive information from a mobile device used by thecustomer, including image information and location information. Theprocessor is in communication with the database and the input componentand is operative to advise the customer that a mobile device will berequired to pick up the rental vehicle. At or about the time when thecustomer arrives at the rental pickup location, the processor: confirmsvia the mobile device that the customer is at the rental pickuplocation; and prompts the customer to use the mobile device to capturean image of the customer's driver's license and to upload the driver'slicense image to the rental management computer system, wherein thedriver's license image includes a photograph of the customer. Also at orabout the time when the customer arrives at the rental pickup location,the processor prompts the customer to use the mobile device to capture acurrent image of the customer and to upload to the rental managementcomputer system the customer image and location information forconfirming that the customer image was captured at the rental pickuplocation. The output component is operative with the processor todisplay the uploaded driver's license image, the uploaded customer imageand the stored reservation information to an operator to verify theidentity of the customer before the customer is approved to pick up therental vehicle.

In some embodiments of the system, the processor is operative to confirmvia the mobile device that the customer is at the rental pickup locationby using GPS location information for the mobile device. In someembodiments, the processor is operative to confirm via the mobile devicethat the customer is at the rental pickup location by prompting thecustomer to include in the uploaded customer image the customer'ssurroundings showing that the customer is physically present at therental location or near the rental vehicle. The processor can prompt thecustomer to capture an image of himself or herself holding thecustomer's driver's license and to upload the image to the rentalmanagement computer system. The processor also can prompt the customerto use the mobile device to capture an image of a barcode on thecustomer's driver's license and to upload the barcode image to therental management computer system for decoding. In some embodiments, therental management computer system can store and use other informationassociated with the uploaded customer image, such as a date andtimestamp that indicates when the customer image was created or metadata associated with the uploaded customer image.

To facilitate verification of the customer, in a preferred embodiment,the system displays the uploaded driver's license image and the uploadedcustomer image to allow an operator to compare the photograph of thecustomer in the uploaded driver's license image to the uploaded customerimage. Also to facilitate such verification, the system can be used toconfirm that the location where the equipment is being dispatched is inthe state that issued the customer's license and to confirm that thestored reservation information matches the corresponding informationfrom the uploaded driver' license image.

According to one aspect of the invention, the processor is operative toconfirm via the mobile device that the customer is at the designatedrental return location before the customer returns the vehicle. To doso, the processor can prompt the customer to cause the mobile device toshare its location with the rental management computer system before thecustomer returns the vehicle. In one embodiment, the processor providesthis prompt when the mobile device is located within a pre-defineddistance from the rental return location (such as between about one-halfmile and one mile).

According to another aspect of the invention, during the rental returnprocess, the system downloads to the mobile device stored fuel level andmileage information for the rental vehicle and prompts the customer toconfirm that the downloaded fuel level and mileage information isaccurate before driving the vehicle. If the downloaded fuel level andmileage information is not accurate, the system prompts the customer tomanually input to the mobile device corrected fuel level and mileageinformation for the rental vehicle and to use the mobile device toupload the corrected fuel level and mileage information to the rentalmanagement computer system before driving the vehicle. The systemprompts the customer to use the mobile device to capture imageinformation for confirming the accuracy of the downloaded fuel level andmileage information and to send the captured image information to therental management computer system, wherein the image informationincludes one or more images of the mileage and fuel level displays ofthe rental vehicle.

BRIEF DESCRIPTION OF THE DRAWINGS

The accompanying drawings, which are incorporated in and constitute apart of the specification, illustrate the presently preferredembodiments and methods of the invention and, together with the generaldescription given above and the detailed description of the preferredembodiments and methods given below, serve to explain the principles ofthe invention.

FIG. 1 is a functional block diagram of a preferred computer system anda network for practicing the present invention, including a rentalmanagement computer system (which can be used to host a website), andmobile computer devices.

FIG. 2 shows a portion of an exemplary web page served by the rentalmanagement computer system to a customer computer or mobile device, withwhich the customer can reserve a vehicle (such as truck, van or trailer)for a requested pickup location, date and time.

FIG. 3 shows a portion of an exemplary vehicle selection web page servedby the rental management computer system to a customer computer ormobile device, which allows the customer to select a vehicle to rent.

FIG. 4 shows a portion of an exemplary web page served by the rentalmanagement computer system to a customer computer or mobile device, thatdisplays a pickup location for the selected vehicle and allows thecustomer to confirm the requested rental pick up date, time and rentalperiod.

FIG. 5 shows an exemplary pop-up window displayed on the customer'scomputer or mobile device to notify the customer that the selectedpick-up time is outside of normal business hours for the pick-uplocation.

FIGS. 6-8 show exemplary screen displays of web pages served by therental management computer system to a customer computer or mobiledevice that prompt a rental customer to provide information via acheckout process for completing the rental order.

FIG. 9 shows an exemplary embodiment of an account verification web pagedisplayed on a customer's computer or mobile device, with which thecustomer can verify his or her new account with the rental managementcomputer system.

FIG. 10 shows an exemplary embodiment of a website landing pagedisplayed on a customer's mobile device, from which the customer cansign in to their rental account.

FIG. 11 shows an exemplary embodiment of a dashboard page displayed onthe screen of a customer's mobile computer device, from which page thecustomer can begin the process for dispatching equipment that they havereserved for rental according to the present invention.

FIG. 12 shows an exemplary welcome web page displayed on the screen of acustomer's mobile computer device instructing the customer to completeall of the steps of the dispatch process before removing the rentalequipment from the rental lot.

FIGS. 13 and 14 show exemplary web page displayed on the screen of amobile computer device for enabling a customer to locate the vehiclebeing rented during the dispatch process.

FIGS. 15 and 16 show exemplary web pages displayed on the screen of amobile computer device for enabling a customer to report existing damageto a vehicle during the dispatch process.

FIGS. 17 and 18 show an exemplary web page displayed on the screen of acustomer's mobile device for enabling a customer to select or declineinsurance coverage for a rental vehicle during the dispatch process.

FIG. 19 shows an exemplary web page displayed on the screen of acustomer's mobile device for uploading a current image of the customer'sdriver's license the rental management computer system during thedispatch process.

FIG. 20 shows an exemplary web page displayed on the screen of acustomer's mobile device for uploading a current photograph of thecustomer's face to the rental management computer system during thedispatch process.

FIGS. 21-23 show a series of exemplary web pages displayed on the screenof a customer's mobile device providing updates on the process ofverifying the customer's identity during the dispatch process.

FIGS. 24-25 show examples of photographs taken by customers ofthemselves and uploaded to the rental management computer system duringthe dispatch process.

FIGS. 26-27 show an exemplary web page displayed on the screen of acustomer's mobile device for enabling a customer to pre-authorize thecharges for the rental and select the method for paying the charges.

FIG. 28 shows an exemplary pop-up window displayed on the screen of acustomer's mobile device for presenting the terms and conditions of therental agreement to the customer during the dispatch process.

FIG. 29-30 show an exemplary web pages displayed on the screen of acustomer's mobile device for providing a key code to the customer duringthe dispatch process to enable him or her to obtain the key to therental vehicle.

FIGS. 31-33 show exemplary embodiments of web pages displayed on thescreen of a customer's mobile device entering mileage and fuel levelinformation for the rental vehicle during the dispatch process.

FIG. 34 shows an exemplary web page displayed on the screen of acustomer's mobile device confirming the customer's completion of thedispatch process.

FIG. 35 shows an exemplary web page displayed on the screen of acustomer's mobile device for initiating a return of a rental truck inaccordance with the present invention.

FIG. 36 shows an exemplary web page displayed on the screen of acustomer's mobile device for initiating a return of a rental trailer inaccordance with the present invention.

FIG. 37 shows an exemplary web page displayed on the screen of acustomer's mobile device for prompting the customer to confirm that heor she is in the correct return location for a rental vehicle.

FIGS. 38-41 show exemplary web pages displayed on the screen of acustomer's mobile device for prompting the customer to input informationabout the mileage and fuel level for the rental vehicle during thereturn process.

FIGS. 42-43 show exemplary vehicle questionnaire web pages displayed onthe screen of a customer's mobile device for prompting the customer toanswer questions during the return process regarding the performance ofa rental truck.

FIGS. 44-45 show exemplary vehicle questionnaire web pages displayed onthe screen of a customer's mobile device for prompting the customer toanswer questions during the return process regarding the performance ofa rental trailer.

FIG. 46 shows an exemplary web page displayed on the screen of acustomer's mobile device prompting the customer to complete anyquestions that the customer missed in responding to the in the vehiclequestionnaires of FIG. 42-44 .

FIG. 47 shows an exemplary moving supplies web page displayed on thescreen of a customer's mobile device requiring the customer to answerquestions about moving supplies and equipment rented by the customer inconnection with the rental of a truck.

FIG. 48-52 show a series of exemplary damage report web pages displayedon the screen of a customer's mobile device for entering informationduring the return process regarding the cleanliness of and any newdamage to a rental truck.

FIG. 53-57 show a series of exemplary damage report web pages displayedon the screen of a customer's mobile device for entering informationduring the return process regarding the cleanliness of and any newdamage to a rental trailer.

FIGS. 58-61 show a series of exemplary web pages displayed on the screenof a customer's mobile device for illustrating to the customer how todisconnect a rental trailer during the return process

FIG. 62 shows an exemplary web page displayed on the screen of acustomer's mobile device for confirming the parking location of a rentaltruck returned using the return process.

FIG. 63 shows an exemplary web page displayed on the screen of acustomer's mobile device for confirming the parking location of a rentaltrailer returned using the return process.

FIG. 64 shows an exemplary return summary web page displayed on thescreen of a customer's mobile device for displaying truck rental chargesto the customer during the return process and prompting the customer toapprove final payment of charges.

FIG. 65 shows an exemplary return summary web page displayed on thescreen of a customer's mobile device for displaying trailer rentalcharges to the customer during the return process and prompting thecustomer to approve final payment of charges.

FIG. 66 shows an exemplary mobile version of a rental completion webpage displayed on the screen of a customer's mobile device for notifyingthe customer that the return of a truck has been successfully completed.

FIG. 67 shows an exemplary mobile version of a rental completion webpage displayed on the screen of a customer's mobile device for notifyingthe customer that the return of a trailer has been successfullycompleted.

FIGS. 68A-68C show an exemplary embodiment of a verification approvalweb page displayed on a computer screen for use by rental personnel forverifying a rental customer according to the present invention.

DESCRIPTION

Reference will now be made in more detail to presently preferredembodiments of the invention. While the invention is described morefully with reference to these examples, the invention in its broaderaspects is not limited to the specific details, representative devices,and illustrative examples shown and described. Rather, the descriptionwhich follows is to be understood as a broad, teaching disclosuredirected to persons of ordinary skill in the appropriate arts, and notas limiting upon the invention.

According to the present invention, a rental customer can dispatch andreturn a rented vehicle using his or her mobile device. With thedispatch feature, the customer can use the mobile device to provide theinformation for verifying the customer's identity and for picking up therental vehicle. After the customer successfully completes the dispatchprocess, the reservation management computer system activates thereservation. With the return feature, the customer can use his or hermobile device to provide the necessary information to return the vehicleand close the reservation. With these features, no expensive equipmentis required in the vehicle to track or communicate information regardingthe rental. Rather, the customer's mobile device can be used to providethe information for dispatching the rental vehicle, including verifyingthe customer's identity, and for returning the rental vehicle. Althoughthe present invention is described with respect to truck and trailerrentals, it will be understood that it also can be used with rentals ofother types of vehicles or equipment.

Computer Network System

According to a presently preferred embodiment and method of theinvention, a rental management computer system 10 is used to manage andprovide rental services, such as truck and trailer rentals, tocustomers. FIG. 1 illustrates a preferred computer network system 10 fordoing so. The computer network system 10 includes a rental managementcomputer system 16, which hosts a website and stores and processes theinformation described below for creating an account for a customer,quickly qualifying the customer for a rental transaction, processing thetransaction and confirming the transaction to the customer. Customers 12can access and communicate with the rental management computer system 16via mobile computer devices 11 a, 11 b and 11 nnn, (where nnn refers toany number of users and user devices) coupled to the rental managementcomputer system 16 via a computer network 20, such as the Internet, orby other suitable communications means. In addition, in a presentlypreferred embodiment, rental customers 13 a-13 nnn can use computers 15a-15 nnn coupled to the computer system 16 via the computer network 20.In a preferred embodiment of the invention, the computer network 20comprises the Internet and the mobile computer devices 11 and computers15 each have a web browser application for accessing content on theWorld Wide Web. The mobile computer device 11 can be, by way of example,a smart phone or similar device. In a preferred embodiment, the mobilecomputer device 11 includes a web browser, a global positioning system(GPS) program 42, a digital camera 46, wireless connectivity 48 and amobile telephone 50. Upon reading this specification, those skilled inthe art will understand that, under appropriate circumstances,considering issues such as developments in computer hardware, softwareand connectivity, etc., other network configurations and devices alsomay suffice. For example, the mobile computer device 11 can be anymobile device suitable for communication over the Internet, includingwithout limitation, smartphone, PDA, handheld mobile digital electronicdevice, tablet computer, portable computer or the like.

Still referring to FIG. 1 , the rental management computer system 16includes a central processing unit (CPU) 21 for processing data andprogram instructions. The rental management computer system 16 alsoincludes input and output devices, as is well known in the art. Forexample, the rental management computer system 16 preferably includes adisplay screen or monitor 22, a keyboard 24, a mouse 26, a printer (notshown), etc. The rental management computer system 16 further includesdata storage and memory devices, as are known in the art, for storing adatabase 30. The database 30 is used to store customer data and otherrental data required to provide the functionality described below.Preferably, the database 30 is a relational database, as is well knownin the art. A rental management application program 32 is operable withthe database 30 and the mobile computer device 11 to provide thefunctionality described below. In a presently preferred embodiment, therental management application program 32 is written using the ASP.NETMVC framework utilizing the Model-View-Controller (MVC) architecturalpattern, marketed by Microsoft Corporation of Redmond, Wash. Thedatabase 30 is implemented using the SQL Server database managementsystem, also marketed by Microsoft Corporation. Upon reading thisspecification, those skilled in the art will understand that, underappropriate circumstances, considering issues such as developments incomputer hardware, software and connectivity, etc., other operatingsystems, programming languages and database management systems can beused.

Rental Reservation

FIGS. 2-5 illustrate exemplary sections of web pages served by therental management computer system 16 to a customer computer 15 or mobiledevice 11, through which a customer can reserve a vehicle forself-pickup and return according to the present invention.

After a customer accesses the website of the rental management computersystem 16 with the customer's computer 15 or mobile device 11, thesystem 16 displays a web page including a reservation input section 100from which the customer can select a pickup location, date and timeperiod for the rental. FIG. 2 shows an exemplary reservation inputsection 100 for this purpose, which includes input fields for a rentalpick up location 102, a drop off location 104, a pick up date 106, and apick up time 108. After the customer enters the required information inthese fields, he or she can select a Get Rates button 110 to retrieveinformation from the rental management computer system 16 about vehicleavailability, rates and deals for the requested rental pick up location,date and time. FIG. 3 shows one exemplary embodiment of a vehicleselection page 120 returned by the rental management computer system 16and displayed on the customer computer 15, with which the customer canselect an available type of truck, van or trailer for rental. In apresently preferred embodiment, the rental rate page 120 can bedisplayed to a potential customer does not have an account with therental management computer system 16 so that the customer can viewvehicle information and select a vehicle of interest without having tocreate an account. Using the vehicle selection page 120, the user canchoose a select button 122 for a displayed vehicle to continue with therental reservation process. In response, the system 16 can cause thecustomer's computer 15 or mobile device 11 to display a reservationscheduling page, which can include a pickup location section 130, suchas that shown in the example of FIG. 4 , showing the address of theclosest rental location (or other location selected by the customer)that has the selected vehicle type available for the requested rentalpick up date, time and rental period. In the embodiment shown in FIG. 4, the pickup location section 130 also includes the pickup date field106, pick up time field 108, an alternate vehicle models field 132 and arental time period field 134, with which the customer can modify his orher reservation request. After completing this information, the customercan submit the requested reservation to the rental management computersystem 16 by selecting a Continue button 136.

If the customer has requested a rental pick up time that is outside ofnormal business hours of the rental pick up location, the system 16 willnotify the customer that the selected pickup time is outside of normalbusiness hours. FIG. 5 shows an exemplary pop-up window 140 that thesystem causes the customer's computer or mobile device 11 to display inorder to provide the customer with this notification. The pop-up window140 includes a message 141 notifying the customer that for such a pickuptime, there will not be a rental representative on site at the rentallocation and the customer will need to have an account with the rentalmanagement computer system and a mobile device to complete thereservation process and pick up the rental vehicle. The pop-up window140 also prompts the customer to select a new pickup time by selecting aNew Pickup Time button 142 or to continue with a self-pickup reservationby selecting a Continue with Self-Pickup button 144. If the reservationpickup time is during business hours, the customer can be given anoption to use the self-pickup in connection with an express onlinecheck-in process as described below.

After the customer submits the requested reservation information, thesystem will walk the customer through a checkout process to complete therental order. FIGS. 6-8 show exemplary checkout pages 150 served by thesystem 16 and displayed on the screen of the customer's computer 15 ormobile device 11, which that illustrate one version of this process.Referring to FIG. 6 , the checkout page 150 a prompts the customer toenter information into input fields of a billing information section 151and a payment information section 152. After entering the informationrequired by the fields of the billing information section 151 andpayment information section 152, the customer can select a Next button154 to store the entered information and continue to the next step ofthe checkout process. If the customer already has an account, he or shecan sign in to the account using a sign-in section 153 and the system 16can pre-populate these fields with information previously provided bythe customer and stored in the database 30.

In the next step, as shown in FIGS. 7 and 8 , the system causes thecustomer's computer 15 or mobile device 11 to display a checkout page150 b, which prompts the customer to enter information into input fieldsof a primary driver information section 161, a mileage estimator section162, a customer address section 163 a terms and conditions section 165.If the customer does not have an account, the checkout page 150 b willalso display a password section 164 with which the customer can createan account using the information entered in the input fields of thecheckout pages 150. Referring to FIG. 8 , if the customer's requestedreservation is for a pickup time during business hours, the checkoutpage 150 b displays a self-pickup section 166 that gives the customerthe option of using or not using the pickup process described below forpicking up the rental vehicle using a mobile device. If the customer'srequested reservation is for a pickup time that is after business hours,the checkout page 150 b will only display the option of using the pickupprocess described below for after-hours pickup. If the customer hascreated a new account during the checkout process, the rental managementcomputer system 16 can send a verification code to the customer via anemail or text and will cause the customer's computer 15 or mobile device11 to display an account verification page 170 with which the customercan verify their new account. FIG. 9 shows one embodiment of an accountverification page for this purpose.

Customer Pickup (Dispatch) of Rental Vehicle

After the customer has made a reservation to rent a vehicle for pickupas described above, he or she can take possession of the rental vehicleusing the vehicle pickup process according to the present invention. Amobile device 11 is required to complete the pick-up process accordingto the present invention. To begin the process, the customer directstheir mobile device browser to the rental website, which will display alanding page 180, such as that shown in FIG. 10 , with which thecustomer can sign in to their account. After the user signs in, thesystem 16 causes the mobile device 15 to display a dashboard page 190,such as that shown in FIG. 11 . If the customer has a pendingreservation, the dashboard page 190 will display a vehicle pickup menuoption 192, which the user can select to begin the process of picking upthe rental vehicle. In one preferred embodiment, the customer can accessthis information up to a pre-defined time (such as one hour) before thescheduled vehicle pick-up time if the vehicle is available. In response,as shown on FIG. 12 , the mobile device 11 displays a welcome page 200,which directs the user to complete all of the steps of the pickupprocess before removing the rental equipment from the rental lot. Tobegin the vehicle pickup process, the user selects a start button 204,which causes the mobile device 11 to share its GPS location with therental management computer system 16. As shown in FIGS. 13-14 , thesystem then causes the mobile device 11 to display an equipment locationpage 210, which displays directions 212 to an equipment pick-up area andan equipment identifier 214 along with a sample picture 216 of where theequipment identifier 214 is located on the equipment. The directions 212are stored in the system 16 for a particular rental facility locationand type of equipment. To confirm that the customer has located theequipment and to proceed to the next step, the customer selects acontinue button 218 (see FIG. 14 ). The equipment location page 210 alsoincludes a help button 219 (shown in FIG. 14 with the label “I Can'tFind My Truck”) which the customer can select if he or she cannot findthe rental vehicle. If the customer selects this button during businesshours, the mobile device 15 will instruct the customer to go inside therenter's facility. If the customer selects the help button 219 afterbusiness hours, the mobile device 15 can instruct him or her to contactafter-hours assistance, such as a general manager of the rentalfacility.

After the customer locates the rental equipment and selects the continuebutton 218, the system 16 instructs the customer to report any existingdamage to the equipment that has not previously been identified andmarked. Referring to FIGS. 15-16 , in one embodiment the mobile device16 displays a vehicle condition page 220, which prompts the customer toclick a Yes button 222 if he or she finds any such damage, or a Nobutton 224 if no damage is found. If the customer selects the No button224, the vehicle condition page 220 will display a continue button 229,which the user selects to proceed to the next step of the equipmentpick-up process. If the customer selects the Yes button 222, the system16 will cause the mobile device 15 to prompt the customer to enter atext description of the damage in a text field 226 and to take aphotograph of the damage and upload it to the system 16 by selecting anAdd Photo button 228. After the customer has reported all of theunmarked existing damage to the equipment, he or she can select theContinue button 229 to proceed to the next step of the pickup process.

In response, the system 16 causes the mobile device 15 to prompt thecustomer to either select or decline insurance coverage for the rentalequipment. FIGS. 17-18 show an example of a damage protection page 230displayed on the mobile device 15 for this purpose. After selecting ordeclining coverage, the customer can proceed to the next step of theequipment pick-up process by selecting a continue button 232 on thedamage protection page 230 (see FIG. 18 ).

Customer Verification

In the next step of the pickup process, the system 16 causes the mobiledevice 15 to verify the identification of the rental customer at thetime of pickup. To do so, the system 16 requires the customer to uploada current photograph of himself or herself for comparison against aphotograph of the customer's driver's license. FIGS. 19-23 show anexemplary customer verification page 240 served by the rental managementcomputer system 16 to the mobile computer device 11 for this purpose.Referring to FIG. 19 , the customer verification page 240 includes aninstruction 242 to the customer to take a photograph of his or herdriver's license and upload it to the system 16. The verification pageincludes a Take Photo button 244 to prompt the customer to use thecamera 46 of their mobile computer device 11 to take this photograph.When the customer selects the Take Photo button 244, the mobile computerdevice 11 activates the camera 46 so that the customer can take thephotograph, which is then displayed on the verification page 240 in amanner similar to that shown in FIG. 49 . The mobile computer device 11prompts the customer to upload the driver's license image file to thesystem 16, which stores the file. When the image file is uploaded, thesystem 16 stores date and timestamp information for the upload.

In some embodiments, the customer verification page 240 also includes aninstruction 242 to the customer to capture an image of a barcode on hisor her driver's license and upload the barcode image to the system 16.Such driver's license barcodes include information about the license,such as the licensed driver's full name, driver's license number, dateof birth, and driver's license expiration date. The system 16 caninclude barcode reader software for decoding this information from thebarcode image, which decoded information can then be stored in thedatabase 30.

Referring to FIG. 20 , after the user has uploaded an image of his orher driver's license, the customer verification page 240 displays aninstruction 246 to the customer to take a photograph of his or her faceand upload it to the system 16 for comparison against the uploadedphotograph of the customer's driver's license. When the customer selectsthe Take Photo button 244, the mobile computer device 11 activates thecamera 46 so that the customer can capture an image of himself orherself for uploading. After the image is captured, the mobile computerdevice 11 prompts the user to upload the image file to the system 16,which stores the file for comparison with the uploaded image of thecustomer's driver's license image by rental verification personnel. Whenthe image file is uploaded, the system 16 stores date and timestampinformation or other meta data for the upload. FIGS. 24-25 show twoexamples of photographs taken by customers of themselves and uploaded tothe rental management computer system 16 during the dispatch process.After the customer's photograph is uploaded, the customer verificationpage 240 displays an approval status message 248, which includes thestatus of the review of the uploaded photographs of the customer and thedriver's license, and the time of the status. As shown in FIGS. 21-23 ,as the customer's information and photographs are reviewed, the system16 can cause the mobile device 15 to display to the customer updates onthe approval status.

The purpose of the customer verification process is to confirm that theperson picking up the reserved equipment is the same as the customer whomade the rental reservation. According to one preferred process forcustomer verification, the review of the customer's information caninclude one or more of the following steps:

-   -   Confirming that the location where the equipment is being        dispatched is in the state from which the customer's license was        issued.    -   Confirming that the information entered by the customer in the        primary driver information section 161 of the checkout page 150        b (see FIG. 7 ) matches the corresponding information on the        uploaded photograph of the customer's driver' license. This can        include, for example, the customer's full name, driver's license        number, date of birth, and driver's license expiration date.    -   Confirming that the uploaded driver's license photograph matches        the uploaded customer photograph.    -   Confirming that the uploaded customer photograph was taken at        the time of the rental.    -   Confirming that the uploaded customer photograph was taken at        the rental location or next to the vehicle being rented.    -   Confirming from the uploaded customer photograph that the        customer appears to be alert and unimpaired.        Some illustrative examples of situations that may arise during        the review process, and the presently preferred business rules        for responding to these situations are set forth below.

Example One—Temporary Licenses. If a customer uploads a photograph of atemporary license printed on paper, he or she will be required tophotograph and upload a secondary form of identification that includes aphotograph associated with a name identification so as to providemeaningful assurance of the customer's identity. This can be, forexample, a passport, a military identification card, a studentidentification card, or a state issued identification card.

Example Two—International Licenses. If the customer has a license issuedfrom another country, the identifying information on the license (e.g.,name, date of birth, and expiration date) must be readable, and thecustomer must provide a secondary form of photo identification.

Example Three—Mismatching Information. If the reservation informationentered by the customer (e.g., the customer's full name, driver'slicense number, date of birth, and driver's license expiration date)does not match the corresponding information on the uploaded photographof the customer's driver' license, a rental representative can use thesystem to send the customer a message requesting that he or she correctthe reservation details so that all information matches or requestingthat he or she proceed inside the rental office for assistance.

Example Four—Licensing State Different from State of ReservationLocation. If the customer has a license from one state, and the reservedvehicle will be picked up in a different state, the rentalrepresentative can request that the customer provide additionalmeaningful assurance that he or she resides in the dispatch state (e.g.,an apartment rental agreement, utility bill, work badge, etc.), whichthe customer can photograph and upload to the system using his or hermobile device 11. After such evidence is provided, the representativecan confirm that the information entered by the customer in the driverinformation section 161 of the checkout page 150 b matches thecorresponding information on the uploaded photograph of the customer'sdriver' license, as described above, and that the uploaded driver'slicense photograph matches the uploaded customer photograph.

Example Five—Driver Information Does Not Match Driver's License. If theinformation entered by the customer in the driver information section161 of the checkout page 150 b (e.g., the DOB, expiration date, andDriver's License number) does not match the information from thedriver's license, the customer can be directed to proceed inside therental office for assistance. For example, the system can be used tosend a message to the customer's mobile device such as: “Your accountdetails are incomplete and cannot be completed with the self pick-upprocess—please proceed inside.” A similar message can be sent to thecustomer if the information entered in the driver information section161 is incomplete.

Example Six—Customer Photograph Does Not Match Driver's LicensePhotograph. If the customer's uploaded photograph does not match thepicture of the driver in the uploaded driver's license photograph, therental representative can send a new photograph request to the customerasking him or her to send in a photograph of the account holder.Likewise, if the uploaded photograph does not match any previouslyuploaded photos or videos of the customer that are stored in the system,the rental representative can send a similar request to the customer.According to some embodiments of the invention, comparing thephotographs can involve determining how old the driver's licensephotograph is based on the issue date of the license and looking forsimilarities or differences in the following facial features:

-   -   Jaw bone or jaw line. These are dramatic features on a face that        can be easily identified.    -   Hair line or other hair features. Whether there is a receding        hairline or not, the way the hair line grows in can be        recognizable (widow's peaks, mustaches, sideburns or other        distinguishable hair features.)    -   Eye shape and eye brows.    -   Nose shape, or shape and size of the nostrils.    -   Mouth shape, and size of the lips.    -   Ear shape and features.    -   Distinctive wrinkles or lines on the face.        According to one aspect of the invention, the customer also can        be required to take a photograph of himself/herself while        holding up their license, as shown in FIG. 25 , to confirm that        the customer has the license in their possession

Example Seven—Customer Photograph Must Be Taken at Time of Rental.According to one important aspect of the invention, the customerphotograph must be taken during the rental pickup process. To satisfythis requirement, the photograph can be taken at the rental location orin front of the equipment being rented in order to be approved, as shownin FIG. 24 .

Example 8—Reaction Tests. If the customer's photograph shows signs ofimpairment, such as eyes closed, eyes droopy, eyes barely open or redeyes, the customer can be required to take a reaction test that can beperformed by the customer using the mobile device.

The customer verification process also can involve a review ofadditional qualifying factors, including for example:

-   -   Whether the customer has previously rented a vehicle using the        rental management computer system 16;    -   Whether the customer has previously purchased any other good or        service from the entity that is operating the rental management        computer system 16;    -   The time of the rental;    -   The location of the rental;    -   Comparison of the meta data associated with the customer's        uploaded photo or video to the location and timing of the        rental;    -   A comparison of the customer's uploaded photo or video with        previously uploaded photos or videos;    -   A comparison of the location of the rental with the geographic        information on the customer's driver's license, such as the        state of issuance; and    -   The results of a reaction test that can be performed by the        customer using the mobile device.        If the reviewing rental representative needs additional        information, such as a better photograph of the customer, the        representative can communicate a request directly to the        customer for the additional information via the customer's        mobile device 11, such as via a pop-up box displayed on the        mobile computer device 11 for sending a text message or email.

Referring again to FIG. 23 , after the customer has been approved, thecustomer can select a continue button 249 on the customer verificationpage 240 to proceed with the dispatch process. In response, the system16 can display on the mobile device 15 the charges for the rental andobtain pre-authorization from the user for payment and the customer'sacceptance of the rental contract terms and conditions. FIGS. 26-28 showan exemplary charge pre-authorization page 250 contract acceptancewindow 258 served by the rental management computer system 16 to themobile device 11 for this purpose. The charge pre-authorization page 250displays the pending rental charges 252 as well as a payment method menu254 by which the customer can select the method for paying the charges.As shown in FIG. 27 , after the user selects a payment method, thecharge pre-authorization page 250 displays a continue button 256, whichthe customer can select to pre-authorize payment of the displayedcharges. In response, as shown in the exemplary embodiment of FIG. 28 ,the system 16 displays a rental terms and conditions pop-up window 258along with a contract acceptance button 259, which the customer canselect to agree to the contract terms and conditions and proceed withthe dispatch process.

After the customer agrees to the rental terms and conditions, the systemsends a key code to the customer via the mobile device. FIGS. 29-30 showan exemplary key code page 240 served by the rental management computersystem 16 to the mobile computer device 11 for this purpose. As shown inFIG. 29 , the key code page 240 displays instructions to the customer toconfirm the current odometer reading and fuel level of the rentalvehicle before driving the vehicle. To obtain the key to the rentalvehicle, the customer selects a continue button 264 displayed on the keycode page 260. In response, as shown in FIG. 30 , the key code page 240displays a code 266, such as an alphanumeric code, along withinstructions 268 on how to use the code 266 to obtain the vehicle key.This can include obtaining the vehicle key from a rental representativeat the facility location via hand delivery or from a lock box. Theinstructions 268 are stored in the system 16 and are associated with aspecific rental facility location and with specific business hours forthat facility. After the customer receives the vehicle key, he or shecan confirm that they have the key and proceed to the next step of theprocess by clicking a key receipt button 269. If the customer cannotaccess the vehicle key, he or she can click a problem button 267. If thecustomer does so during business hours, he or she can be instructed viathe mobile device 11 to go inside the rental facility location. If thecustomer selects the problem button 267 after business hours, the mobiledevice can instruct him or her to contact an after-hours rentalrepresentative, such as a general manager of the rental facility, torequest assistance.

After the customer selects the key received button 269, the system willprompt him or her to confirm the vehicle's fuel level and mileage beforedriving the vehicle. FIGS. 31-33 show an exemplary mileage and fuel page270 served by the rental management computer system 16 to the mobilecomputer device 11 for this purpose, which page includes a check fuellevel section 272, a check mileage section 275, a confirm odometerreading and fuel level section 278, and a cleanliness section 280. Thecheck fuel level section 272 displays a fuel level reading 273 for thevehicle and instructs the customer to confirm that the readingaccurately reflects the actual fuel level reading on the vehicle fuelgauge. The displayed fuel level reading 272 is stored by the system 16for the vehicle from the previous rental contract, as discussed below(see FIG. 38 ). If the displayed fuel level reading 273 does not matchthe vehicle's actual fuel level reading, the customer can select adifferent fuel level check box 274, which will allow the customer toinput corrected fuel level information. The Check Mileage section 275displays a mileage reading 276 for the vehicle and instructs thecustomer to confirm that the reading accurately reflects the actualmileage reading on the vehicle odometer. The displayed mileage reading276 is stored by the system 16 for the vehicle from the previous rentalcontract, as discussed below (see FIG. 38 ). If the displayed mileagereading 276 does not match the vehicle's odometer mileage reading, thecustomer can select a different odometer reading check box 27, whichwill allow the customer to input corrected mileage information from thevehicle's actual odometer reading.

Still referring to FIGS. 32 and 33 , in a presently preferred embodimentof the invention, the confirm odometer reading and fuel level section278 instructs the customer to take and upload a photograph of thevehicle dashboard with the mobile device 11. This photograph can be usedto confirm the mileage and fuel level information confirmed or enteredby the customer. The Confirm Odometer Reading and Fuel Level section 278includes an Add Photo 279 for this purpose. When the customer selectsthe Add Photo button 279, the mobile computer device 11 activates thecamera 46 so that the customer can capture an image of the vehicleodometer and fuel gauge readings. After the image is captured, themobile computer device 11 can prompt the user to upload the image fileto the system 16, which stores the file for comparison with the mileageand fuel level information input by the customer.

As shown in FIG. 33 , the cleanliness section 280 asks the customer torespond whether the equipment is clean by selecting a Yes button 281 orNo button 282. If the customer selects the Yes button 281, the mileageand fuel page 270 will display a continue button 283, which the customercan select to complete with the dispatching process. If the customerselects the No button 282, the system can prompt the customer to use themobile device 11 to take one or more photographs of the dirty area andupload the photograph(s) to the system 16 before selecting the continuebutton 283 to complete the dispatching process.

After the dispatching process is completed, the system 16 will cause themobile device 11 to confirm the completion of the dispatching process.FIG. 34 shows an exemplary vehicle ready page 290 served by the rentalmanagement computer system 16 to the mobile computer device 11 for thispurpose, which advises the customer that the rental vehicle is ready anddisplays the return date and time for the rental.

Customer Return of Rental Vehicle

The return process according to the present invention allows a customerwith a verified account to return the rented equipment and close therental contract verified account using his or her mobile device 11.After a reservation has been activated by the system 16, the customercan initiate the return process by directing the browser of the mobiledevice 11 to the rental website landing page 180 (see FIG. 10 ).Referring to FIG. 10 , if the customer selects the “don't have account”button 184 of the landing page 180, the system 16 will cause the mobiledevice 11 to prompt the customer to sign in with the customer'sreservation contract or order number to access their reservationinformation. To do so, the customer will again be prompted to login totheir account or to create a new account. If the customer selects the“have account” button 182 on the landing page 180, he system will promptthe customer to login to their account and initiate the return processvia their account dashboard page 190 (see FIG. 11 ). In response, thesystem 16 can cause the mobile device 11 to display information andinstructions about the return process and prompt the customer to beginthat process by selecting a menu option for after hours or self-return(not shown) to initiate the return process.

After the return process is initiated, the system 16 causes thecustomer's mobile device 11 to prompt the customer to share his or herlocation. FIGS. 35-36 show exemplary embodiments of a vehicle returnpage 300 displayed on the screen of a mobile computer device 11 for thispurpose. FIG. 35 shows a return page 300 a for the return of a rentedtruck, and FIG. 36 shows a return page 300 b for the return of a rentedtrailer. In the embodiments of FIGS. 35 and 36 , the vehicle return page300 prompts the customer to select a share location button 302, whichcauses the mobile device 11 to share its GPS location with the system16. To continue with the after-hours return/self-return process usingthe mobile device 11 (which is sometimes referred to herein as the“mobile return process”), the customer must share the mobile devicelocation. If the customer does so, the system 16 will compare the mobiledevice location with the stored location information associated with therental return (i.e., the “contract return location” where the rentalvehicle was supposed to be returned according to the rental contract)and will proceed with the process as described below. If the customerdoes not share the mobile device location, the system 16 will cause themobile device 11 to: (i) display a message informing the customer thathe or she is at the wrong location and may be charged additional feeswhen the contract is closed the next day; and (ii) direct the customerto return the rental vehicle using a document drop box as describedbelow. The system 16 will then end the mobile return process and willhold the rental contract open until the vehicle return is processedlater according to a traditional return procedure.

Still referring to FIGS. 35-36 , when the customer selects the sharelocation button 302, the rental management computer system 16 willaccess GPS information on the mobile computer device 11 for comparisonwith the contracted return location. According to some embodiments ofthe invention, if the mobile device location is within a pre-definedminimum distance from the contracted return location (such as 0.5 mile)the system 16 will cause the mobile device 12 to display instructions onhow to proceed with the mobile return process. If the mobile devicelocation is greater than a pre-defined maximum distance from thecontracted return location (such as 1.0 mile), the system 16 will causethe mobile device 12 to: (i) display a message informing the customerthat he or she is at the wrong location and may be charged additionalfees when the contract is closed the next day; and (ii) direct thecustomer to return the rental vehicle using a document drop as describedbelow. The system 16 then will end the mobile return process and willhold the rental contract open until the vehicle return is processedlater according to a traditional return procedure. If the customer'smobile GPS reading is within a range between the pre-defined maximumdistance and the pre-defined minimum distance from the contracted returnlocation (such as between 0.5 and 1.0 mile), the system 16 will causethe mobile device 12 to display the contracted return location andprompt the customer to confirm that he or she is at the correct returnlocation. In situations where there may be more than one return locationwithin the vicinity of the contracted return location, this featurehelps to ensure that the customer is returning the rental vehicle to thecorrect return location. FIG. 37 shows an exemplary embodiment of areturn location confirmation page 303 requesting such a confirmation,which includes a message 304 asking the customer if he or she is at thelocation where the vehicle must be returned and a notice 305 advisingthat the returning the vehicle to a different location may result in anadditional fee. By selecting a Yes button 306 or a No button 308, thecustomer can confirm whether or not they are at the contracted returnlocation.

In some embodiments, under certain circumstances the system 16 willcause the mobile device 11 to display a document drop page 310 (such asthose described below in connection with FIGS. 51 and 56 ) directing thecustomer to verify the vehicle fuel level and to leave the rentalcontract and/or and keys in a drop box. In these circumstances, thesystem 16 will not close the rental contract but will instead hold itopen until the vehicle return is processed later according to atraditional return procedure. These circumstances can include thefollowing:

-   -   The customer's rental equipment does not qualify for return;    -   The type of equipment the customer has rented does not qualify        for return;    -   The customer does not share the location of the mobile device;    -   The customer attempts to return the equipment to the wrong        return location; or    -   The customer responds that there is new damage to the equipment        (discussed below).

Referring again to FIG. 37 , after the customer confirms that he or sheis in the correct return location, the customer is required to inputinformation about the mileage and fuel usage for the rental vehiclebeing returned. FIGS. 38-40 show an exemplary Mileage and Fuel Level webpage 320 served by the rental management computer system 16 to themobile computer device 11 for this purpose for returning a truck. Theweb page 320 includes a mileage entry field 322, and a fuel level inputsection 323 that includes a fuel indicator bar 324, a mileage and fuelconfirmation section 325. In the embodiment shown in FIG. 38 , bytapping the mileage entry field 322, the customer can use the mobiledevice to enter the mileage shown on the vehicle odometer. This mileagemust be greater than the mileage reading 276 that the customer confirmedduring the vehicle dispatch process (see FIG. 32 ). The customer entersthe current fuel level of the vehicle, by sliding or tapping a fuelindicator bar 324 to set it at the fuel level shown on the vehicle fuelgauge. In one embodiment, to assist the customer in recognizing whenrefueling may be required, the fuel indicator bar 324 remains red if itis set to a level that is less than the beginning fuel level reading 273that the customer confirmed during the vehicle dispatch process (seeFIG. 32 ) and turns green when the fuel level when it is equal to orgreater than the beginning fuel level reading.

Still referring to FIG. 38 , the customer is required to confirm mileageand fuel level information that has been entered by uploading to thesystem 16 a photograph of the vehicle dashboard showing odometer andfuel gauge readings. For this purpose, the mileage and fuel confirmationsection 325 includes an Add Photo button 326 and instructions 327 to thecustomer to take picture of the dashboard with the mobile computerdevice 11. When the customer selects the Add Photo button 326, themobile computer device 11 activates the camera 46 so that the customercan capture an image of the vehicle odometer and fuel gauge readings. Asshown in FIG. 38 , the image is displayed on in the confirmation section325 for the customer to review. After the digital image of the vehicledashboard is captured, the customer can select a Continue button 329 tosubmit the mileage and fuel usage information to the rental managementcomputer system 16. In addition to this confirmation process, in someembodiments the system 16 can send error messages to the mobile device11 if the entered mileage and fuel level information is outside ofpre-defined parameters. For example, as shown in the exemplary error orwarning messages of FIGS. 39-41 , the system can display an error orwarning message 330 on the mobile device 11 if the entered mileageresults in mileage incurred during the rental that is greater than apre-defined number (such as 5000 miles) (see FIG. 39 ), if the enteredmileage results in mileage incurred during the rental that is greater apre-defined amount (such as 5 miles) (see FIG. 40 ), or if the enteredfuel level does not match the fuel level confirmed during the dispatchprocess described above in connection with FIG. 38 (see FIG. 41 ).

Also during the return process, the customer can be required to answerquestions regarding the rental vehicle being returned and the customer'sexperience. FIGS. 42-46 show exemplary vehicle questionnaire web pages340 displayed on the screen of the mobile computer device 11 for thispurpose. The web pages 340 include a questionnaire section 341 with aseries of yes/no questions for the customer to answer and a continuebutton 348, which the customer can select to submit his or herresponses. FIGS. 42 and 43 show an exemplary performance questionnaireweb page 340 a displayed on the mobile device 11 with such questions fora truck or van rental, and FIGS. 43 and 44 show such a web page 340 bfor a trailer rental. As shown in FIGS. 42 and 44 , to prompt thecustomer to answer the questions, the equipment questionnaire section341 can include a Yes button 342 and a No button 344 for each question.As shown in FIGS. 43 and 45 , if the customer selects the Yes button 342associated with an open ended question (such as “Is there anything weshould fix before the next customer rents this vehicle?”), the mobiledevice 11 can open a text box 346 for the customer to enter adescription of the problem that needs to be addressed. Also as shown inFIGS. 43 and 45 , when the customer selects either a Yes button 342 or aNo button 344 for a given question, the button 342, 344 will change inappearance, such as by turning green. After the customer has answeredall of the questions, he or she can select the continue button 348 tostore the responses for uploading to the rental management computersystem 16 and to proceed with the return process. If the customer missesany of the questions, the system 16 can respond by sending an errormessage, such as the exemplary message shown in FIG. 46 , prompting thecustomer to complete the missed question(s).

During the return process, the system also can require the customer toanswer questions about whether they used certain moving supplies andequipment during the rental of a vehicle. FIG. 47 shows an exemplarymoving supplies questionnaire for this purpose for a truck rental. Thequestionnaire page 360 includes a questionnaire section 361, as well asa Yes button 362 and a No button 364 for each question, which operatesimilarly to the Yes and No buttons 343, 344 described above inconnection with FIGS. 43 and 45 . After the customer has answered all ofthe moving supplies questions, he or she can select a continue button368 to store the responses for uploading to the rental managementcomputer system 16 and to proceed with the return process. The system 16can use these responses to determine any charges for the customer's useof the moving supplies and equipment.

Also during the return process, the system can require the customer touse the mobile device 11 to enter information regarding the cleanlinessof the rented vehicle and any new damage to the vehicle that occurredduring the rental period. FIGS. 48-52 show the operation of exemplarycleanliness and damage questionnaire web pages 370 a displayed on thescreen of the mobile computer device 11 for this purpose for a truck orvan rental. FIGS. 53-57 show the operation of such a web page 370 b fora trailer rental. Referring to FIG. 48 , the truck/van cleanliness anddamage questionnaire web page 370 a includes a cleanliness questionnairesection 371 a that includes a question asking if the vehicle is cleanand a damage report section 373 a that includes a question whether thereis any new damage to the vehicle. Each question includes associated Yesand No buttons 372, 374, which operate like those described above inconnection with FIGS. 43 and 45 . If the customer selects the Yes button372 in response to the cleanliness question, the system 16 causes themobile device 11 to prompt the customer to confirm that the vehicle isclean by uploading photographs of the vehicle cab and cargo area. Afterthe customer has selected the Yes button 372, as shown in FIG. 49 , thecleanliness questionnaire section 371 a displays an Add Photo button 375and instructions 376 to the customer to take pictures of the vehicle caband the cargo area with the mobile computer device 11. For a trailerrental, the instructions 376 can direct the customer to take a pictureof only the trailer bed. When the customer selects the Add Photo button375, the mobile computer device 11 activates the camera 46 so that thecustomer can capture the requested images 377, which are also displayedin the cleanliness questionnaire section 371 a for the customer to view.Referring again to FIG. 48 , if the customer selects the No button 374in response to the cleanliness question, as shown in FIG. 52 , thesystem 16 will not prompt him or her to upload a photograph but willinclude a cleaning fee in the charges calculated at the end of therental.

Again referring to FIG. 48 , if the customer selects the Yes button 372in response to the new damage question, as shown in FIG. 50 , the mobiledevice 11 prompts the customer to describe the damage in a text field379 and to display an Add Photo button 380 with instructions to takepictures of the damaged area with the mobile device 11 for uploading tothe system 16 in the same manner as previously described. If there hasbeen no new damage to the vehicle during the rental period, the customercan select the No button 374 as shown in FIG. 52 , to report to therental management computer system 16 that there has been no new damage.If the customer selects the No button 374, the system 16 will not prompthim or her describe any damage or to upload a photograph.

After the customer has completed the questions, the cleanliness anddamage questionnaire web page 370 a can prompt the customer to uploadthe cleanliness and damage information by selecting a continue button378 to proceed with the return process. If the customer has reported newdamage to the vehicle as described above, the system 16 will end thereturn process and prompt the customer to park the vehicle, verify thefuel level (for a truck or van) and place the keys (and documents) inthe drop box at the return location. FIG. 51 shows an exemplary documentdrop web page 310 displayed on the screen of the mobile computer device11 for this purpose for a truck or van rental. FIG. 56 shows anexemplary document drop web page 310 b for a trailer rental. Thedocument drop page 310 includes a message 312 informing the customerthat a rental representative will contact them to finalize charges aswell as reminders 314 about the appropriate steps for physicallyreturning the rented vehicle. When the document drop page 310 isdisplayed, the system will end the return process and will keep therental contract open and make the vehicle unavailable for anotherrental.

For return of a trailer, the system 16 can send instructions to thecustomer's mobile device 11 for disconnecting the trailer. FIGS. 58-61show a series of exemplary web pages displayed on the screen of acustomer's mobile device for illustrating to the customer how todisconnect a rental trailer during the return process

After the customer completes the steps of the return described above,the system 16 prompts him or her, via the mobile device 11, to confirmthe parking location of the returned vehicle so that the next customercan locate the vehicle for pick-up. FIG. 62 shows an exemplary parkinglocation confirmation web page 400 a displayed on the screen of themobile computer device 11 for this purpose for a truck or van rental.FIG. 63 shows another example of a parking location confirmation webpage 400 b for a trailer rental. As shown in FIGS. 62 and 63 , theparking confirmation web the customer to take a picture of the parkinglocation. When the customer selects the add photo button 404, the mobilecomputer device 11 activates the camera 46 so that the customer cancapture the requested image 406, which is also displayed on the web page400 for the customer to view. To upload the image 406 and proceed to thefinal step of the return process, the customer selects a continue button408.

In response, the rental management computer system 16 calculates thefees to be charged for the rental, and causes the mobile device todisplay these pending charges to the customer and to prompt the customerto approve final payment of charges. FIG. 63 shows an exemplary vehiclereturn summary page 410 a served by the system 16 to the mobile device11 for this purpose for a truck rental, and FIG. 64 shows an exemplaryvehicle return summary page 410 b for a trailer rental. The vehiclereturn summary page 410 displays the pending charges 412 as well as apayment menu 414 by which the customer can select the method for payingthe charges (or receiving a refund). The vehicle return summary page 410also displays a vehicle return button 416, which the customer can selectto make final payment and to complete the return process. In response,as shown in the exemplary embodiments of FIGS. 66 and 67 , the system 16completes the return process by displaying a thank you page 420, whichincludes a message 422 to the customer that the vehicle has beensuccessfully returned and the customer has been charged, as well asreminders 424 to the customer to lock the vehicle and place the keys(and documents) in the drop box at the return location. The system 16then closes the rental contract.

Customer Verification Interface for Rental Personnel

FIGS. 68A-68C show an exemplary embodiment of a verification approvalweb page 500 displayed on a computer screen for use by rental personnelfor verifying a rental customer according to the present invention. Therental personnel can use this web page 500 to view information stored inthe database 30 relating to the customer, including simultaneouslydisplaying and comparing the customer account details with the driver'slicense information and the customer's uploaded current photograph withhis or her driver's license photograph. In one embodiment, the approvalweb page 500 displays a customer account details section 502, a licensebarcode data section 504, a driver's license section 506, a headshotphoto section 508, an actions section 510, a reservation informationsection 512, another photo section 514, a customer history section 516,a text chat section 518, a customer history section 520 and a recentphotos section 522.

As shown in FIG. 68A, the customer account details section 502 displaysthe details of the information stored by the system 16 and associatedwith the subject account, including the customer's full name, driver'slicense number, date of birth, and driver's license expiration date.This includes the information originally entered by the customer in theprimary driver information section 161 of the checkout page 150 b shownin FIG. 7 . The license barcode data section 504 displays theinformation that has been decoded from the uploaded image of thedriver's license barcode, as described above. As can be seen from FIG.68A, displaying the customer account details section 502 near thelicense barcode data section 504 allows for easy visual comparison byrental personnel to confirm that the customer account informationmatches the corresponding information derived from the uploadedphotograph of the customer's driver' license barcode. In the embodimentof FIG. 68A, the license barcode data section 504 also includes arequest button 505 a. When this button is selected, the system 16automatically sends a message to the mobile device 11 requesting thatthe customer take and upload a new driver's license barcode image.

Still referring to FIG. 68A, the driver's license photo section 506displays the driver's license photograph 507 that the customer hasuploaded with the mobile device 11 during the dispatch process. Theheadshot photo section 508, displays the customer photograph 509 thatthe customer uploaded during the dispatch process. As can be seen fromFIG. 68A, displaying the driver's license photo section 506 near theheadshot photo section 508 allows for easy comparison by rentalrepresentative of the driver's license photograph 507 with the uploadedcurrent customer photograph 509. Each of the driver's license photosection 506 and the headshot photo section 508 includes a request button505 b, 505 c that can be selected to automatically send a message to themobile device 11 requesting that the customer take and upload a driver'slicense photograph or current customer photograph, respectively.

Referring to FIGS. 68B and 68C, the reservation information section 512of the verification approval web page 500 displays information about therental contract, including reservation time period, the equipmentdispatch location address, the hours of operation for that location andthe local time for that location. The other photo section 514 includesinformation about other photographs requested by rental verificationpersonnel as additional meaningful assurance described above, such asphotographs of a utility bill, student identification, militaryidentification, other customer photograph, or the like. The customerhistory section 516 includes information about the customer's priorrental history and verifications. The text chat section 518 includes athread of text messages between the customer and the rental verificationpersonnel and a message field that allows rental verification personnelto send a text message to the customer's mobile device 11. The historysection 520 displays administrative events during the verificationprocess, as can be seen in more detail in FIG. 68C. The displayed eventscan include, for example, the “Claimed” event when a rental verificationrepresentative is assigned to a session to review a customer'sinformation, a “Viewed” event when the representative views thecustomer's information, and a “Returned to queue” event indicating whenthe representative has discontinued working on the session (e.g., for abreak time) and the system has placed the customer back in the customerqueue to allow another rental verification representative can take overthe review. The recent photos section 522, includes thumbnail images ofphotographs stored in the database 30 that are associated with thecustomer, such as photographs uploaded during previous transactions withthe customer, which thumbnails can be selected to view the relatedimages in full size.

Referring again to FIG. 68A, the actions section 510 of the verificationapproval web page 500 includes selection buttons that allow rentalpersonnel to direct the system 16 to take certain actions relating tothe verification of the customer, such as additional instances ofrequest buttons 505 a-505 c for requesting new photographs from thecustomer, a request button 505 d for requesting photographs ofadditional meaningful assurance of the customer's identification orresidence, as described above, and a request button 505 e for requestingthe customer to take a new reaction test. In addition, the actionssection 510 include process action buttons 511 with which rentalverification personnel can complete certain steps of the verificationprocess, including marking the verification as successful, marking theprocess as unsuccessful, marking the verification as denied, andreturning the customer to the queue. According to some embodiments ofthe system, the customer verification is marked as unsuccessful whenconcerns have been raised during the process such that the rentalcustomer is not approved for the rental at the present time (e.g.,failure to provide required or request information or a failed reactiontest), but the customer may have an opportunity to address thoseconcerns. If a verification is marked as unsuccessful, the system canallow the customer to step through the verification process once againon the same contract. In one preferred embodiment, if the verificationis marked as denied, the system will not allow the customer to continuewith the mobile device verification process for the rental reservationand will not allow the customer to use the mobile verification processfor renting a vehicle for a defined period of time, such as for at least12 hours.

Upon reading this disclosure, those skilled in the art will appreciatethat various changes and modifications may be made to the preferredembodiments of the invention and that such changes and modifications maybe made without departing from the spirit of the invention. Therefore,the invention in its broader aspects is not limited to the specificdetails, representative devices, and illustrative examples shown anddescribed. Accordingly, departures may be made from such details withoutdeparting from the spirit or scope of the general inventive concept.

What is claimed is:
 1. A computer-implemented method for mobile rentalof vehicles, the method comprising: storing in a non-transitory computerdatabase rental transaction information associated with a customer forreservation of a rental vehicle for a rental time period, wherein thecomputer database is accessible by a rental management computer systemand wherein the stored rental transaction information includes a rentalreturn location; after the reservation of the rental vehicle has been isactivated: with the rental management computer system automatically:causing a mobile device to display a user interface element to begin aprocess for returning the rental vehicle; in response to the selectionof the user interface element on the mobile device, causing the mobiledevice to share the mobile device GPS location information with therental management computer system; and using the shared mobile deviceGPS location information to automatically confirm that the customer isat the rental return location.
 2. The method of claim 1 wherein usingthe shared mobile device GPS location information to automaticallyconfirm that the customer is at the rental return location includesconfirming that the customer is at the rental return location if themobile device location is within a pre-defined minimum distance from therental return location.
 3. The method of claim 1 wherein the step ofusing the shared mobile device GPS location information to automaticallyconfirm that the customer is at the rental return location includesautomatically comparing the shared mobile device GPS locationinformation with the rental return location information and calculatingthe distance between the GPS location and the rental return location todetermine whether to instruct the customer to move the vehicle.
 4. Themethod of claim 1 further comprising, with the rental managementcomputer system, prompting the customer to use the mobile computerdevice to capture image information for confirming the accuracy ofmileage information or fuel level information for the rental vehiclebeing returned and to send the image information to the rental computersystem, wherein the image information includes an image of a mileagedisplay or a fuel level display of the rental vehicle and time and dateinformation associated with the image.
 5. The method of claim 1 furthercomprising, after the reservation of the rental vehicle has beenactivated, with the rental management computer system prompting thecustomer to use the mobile computer device to send to the rentalmanagement computer system information regarding damage to the rentalvehicle incurred since the beginning of the rental time period.
 6. Arental management computer system for mobile rental of vehicles, thesystem comprising: a database operative to store—information associatedwith a customer for a reservation of a rental vehicle, wherein thestored information includes a rental return location; an input componentof a website operative to receive information from a mobile device,including image information and GPS information; and a processoroperative to, after the reservation of the rental vehicle has beenactivated: automatically cause the mobile device to display to thecustomer a user interface element to begin a process for returning therental vehicle; in response to the selection of the user interfaceelement on the mobile device, cause the mobile device to share themobile device GPS location information with the rental managementcomputer system, and use the shared mobile device GPS locationinformation to automatically confirm that the customer is at the rentalreturn location.
 7. The rental management computer system of claim 6,wherein the processor is operative to automatically confirm that thecustomer is at the rental return location if the mobile device locationis within a pre-defined minimum distance from the rental returnlocation.
 8. The rental management computer system of claim 6, whereinthe processor is further operative to automatically compare the GPSlocation information from the mobile device with the rental returnlocation information and calculate the distance between the GPS locationand the rental return location to determine whether to instruct thecustomer to move the vehicle.
 9. The rental management computer systemof claim 6, wherein the processor is operative to automatically promptthe customer to use the mobile device to capture image information forconfirming the accuracy of mileage information or fuel level informationfor the rental vehicle being returned and to send the image informationto the rental computer system, wherein the image information includes animage of the mileage or fuel level displays of the rental vehicle andtime and date information associated with the image.
 10. The rentalmanagement computer system of claim 6, wherein the processor isoperative to automatically prompt the customer to use the mobile deviceto send to the rental management computer system information regardingany damage to the rental vehicle incurred since the beginning of therental time period.